Customer Service Manager Work From Home

2 weeks ago

WorkFromHome, South Africa Galaxy Outsourcing Limited Full time

Customer Experience (CX) Team Lead As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients. This position is designed for a results‑driven leader passionate about driving excellence and implementing innovative customer service strategies. Duties & Responsibilities Key Responsibilities Leadership and Development: Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance; implement a coaching culture that supports professional growth and development. Operational Excellence: Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs); identify and mitigate operational risks. Training and Empowerment: Develop comprehensive training programs to advance team skills and knowledge; encourage empowerment and decision‑making within the team. Culture and Morale: Build a positive team environment that champions company values, encourages collaboration, and supports individual well‑being. Performance Management: Promote a culture of excellence through regular performance reviews, feedback, and recognition; drive initiatives that enhance productivity and customer satisfaction. Customer Escalations: Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions. Innovation and Improvement: Stay informed about industry trends to drive innovation within the team; lead projects aimed at improving processes and enhancing the customer experience. Data Analysis: Utilize customer data to identify trends, inform strategy, and improve service delivery. Desired Experience & Qualification Animal Lover: Must love animals. Proven Leadership: Demonstrated ability to lead and develop high‑performing teams. Experience in fostering a coaching culture and driving operational excellence. Strong Interpersonal Skills: Ability to inspire, motivate, and communicate effectively with team members at all levels. Problem‑Solving: Exceptional problem‑solving skills with the ability to navigate a fast‑paced environment. Collaboration: Strong collaborative skills, able to work effectively with cross‑functional teams to achieve business goals. Adaptability: Openness to embrace new challenges and a commitment to continuous learning and improvement. Customer‑Centric: A strong commitment to delivering outstanding customer service. #J-18808-Ljbffr

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